Job Description

Juniper Services teams are passionate about enabling positive experiences. Helping customers get the very best from our products. Partnering to ensure success for all!

As a Service Manager, you will be the single point of contact for all service-related matters. A key member of the account while acting as a trusted advisor to the customer and advocate inside of Juniper. Working closely with delivery & sales colleagues such as our technical assistance center, contracts, logistics, sales, and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.

Service Managers can chat with technical people and translate the same to an executive level, synchronizing and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Is this you?

Key role responsibilities for Service Managers

• Serve as the central point of coordination between the customer, account team, Juniper Technical Assistance Centre (JTAC), Engineering, Product Line Management (PLM) and Customer Services and Sales Management.
• Hold consistent regularly scheduled customer meetings, no longer than every two weeks, preferably weekly.
• Participation in an on-duty rotation to assist in troubleshooting and service restoration outside of business hours and at weekends
• Successfully manage case escalations during and outside of business hours:
  • Coordinate the activities with the customer team and Juniper teams.
  • Work with the JTAC team early in the engagement before onsite support is required.
  • Prior to speaking to the customer, hold internal calls with a clear agenda as to what you want to achieve.
  • Document the meeting summary and communicate an action plan to the customer.
  • After the customer meeting, summarize the next steps for those not able to attend.
  • Provide daily updates both, internally and towards the customer, more often if necessary.
  • If issues continue without a clear progress or timeframe for resolution, escalate to management and add to the hot list for more visibility using the normal escalation process.
  • If the situation is critical follow the critical case format.
• Provide a concise informative weekly report summarizing the key developments with your accounts. Include details such as Problem Report (PR) numbers and case numbers where appropriate so that engineering and other internal people can review. Also show continuity from week to week on outstanding issues and summarize any meetings (other than the regularly scheduled ones). Delineate the ongoing issues from new issues.
• Provide written site visit reports to the team after any on site visit other than regularly scheduled meetings. For business reviews/case analysis, indicate customer feedback on the review so Juniper can continue to improve.
• Create and update reports utilized for monthly and quarterly operational reporting. Analyse the trends for discussion with the customer and define actions to address any issues and concerns.
• Develop/maintain a good technical and marketing knowledge of Juniper product lines.
• Develop/maintain strong relationships with our partners and customers technical teams.
• Participate in customer network planning review meetings.
• Have a good understanding of the technology utilized in the assigned customer's environment.
• Become intimately familiar with the accounts technical goals and initiatives and provide key insight about such goals and initiatives within Juniper.
• Coordinate corporate resources as they pertain to the support of your customers.
• Support customers with the implementation and operation of Juniper Support Automation

Requirements

• 5+ years of relevant work experience. Ideally leading large technical account activity for a Service Provider or large Enterprise customer.
• College / University degree or equivalent experience.
• Technically savvy with a deep understanding of Customer Support environments. Able to deftly navigate and communicate at this level.
• Broad knowledge in one or more technical subject areas is helpful, for example:
  • Core & edge routing
  • Switching technologies
  • Internet Security
  • Network management
• The candidate must have a proven background in managing customers and a clear ability to prioritize issues, while considering both customer and Juniper requirements.
• Must have strong communication, interpersonal and leadership skills and be able to demonstrate a history of high-level achievement in cross-functional organizations.
• Management experience is a benefit.
• SFDC experience of advantage.
• Ability to work during off-hours and weekends, providing On-Call duties.

The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence.